24816 - Knowledge (Content) Manager

 We’re looking for an exceptional candidate to join our team in the role of Knowledge Manager working to support the first of our new Courts and Tribunal Service Centres (CTSCs)

The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.

The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

This role, responsible to the Head of Service Improvement, is responsible for creating systems for managing, developing and sharing knowledge by creating articles to be used by CTSC staff to provide an inclusive and accessible service to HMCTS’s diverse users. They will ensure the content is suitable and that staff are retaining the knowledge provided. They will focus on the needs of the CTSC and the needs of the Knowledge Content team.

• Key accountabilities include:
• Responsible for the creation and ongoing maintenance of the internal knowledge articles used by CTSC staff (QMCA), by using systems for capturing, organising and developing information to provide accurate and up-to-date information to customers/user when the customer/user need it, so that they can understand and participate effectively in the process.
• Supporting and advising the wider organisation on procuring, creating and developing and maintaining an efficient Knowledge Management system that can be easily accessed and understood by staff and support them in their interactions with users.
• Ensure Governance and quality assurance of new and existing Knowledge articles is performed, analysing data and reporting on article usage and knowledge retention and implementing plans to make changes based on results.
• Work closely with external communication and policy teams to ensure material is current and relevant and allocate work amongst team to update or create knowledge articles, based on customer/user need and quality and monitoring data or to reflect business or legislative changes.
• Devise system to allow staff to rate effectiveness of knowledge articles and monitor trends in usage and effectiveness in meeting customer/user needs/queries in order to support CTSC employee knowledge and drive consistency during interactions with users/customers.
• Devise system to test and analyse staff retention of knowledge and feed into People Development and Continuous Improvement teams, to ensure CTSC staff (QMCA) have the right knowledge to be able to support users/customers in their interactions with the HMCTS.
• Share good practice from employees and wider stakeholder groups to ensure service delivery is constantly improving for users.
• Work with People Development Team to support knowledge transfer from Knowledge article into actual staff performance
• Work with Operations teams, Quality & CI/Change teams in identifying any knowledge articles that are identified as incorrect or no longer required are reviewed and maintained in line with current business processes, to ensure standardisation and consistency during interactions with customers and ensuring articles are kept up to date by the team.
• Monitoring trends in user retention of Knowledge and testing scores and devising strategies to improve retention rates where necessary.
  

Person Specification

• Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
• Knowledge of Knowledge management system to be able to identify what information is available and when changes need to be made.
• Communication skills to explain complex information in simple to understand terms.
• People management skills to ensure team is working effectively together where necessary
• Willingness to build Knowledge of HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies
• Knowledge of business processes, quality and performance standards and KPIs, to be able to coach and support team where needed
• Coaching skills, to be able to support Knowledge team in improving service delivery
  

The salary for this post is set within Band B of:

£30,531- £40,488

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Existing civil servants moving at the same grade will retain their existing T&C’s/remuneration package.

Additional information:

Courts and Tribunals Service Centres will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Working hours and will be agreed at the point of offer for successful candidates.

Please refer to the Job Description and Candidate Pack attached below for further information on this role.

Closing Date: 18th March 2019 at 23:55 hours

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference